The Customer Experience Specialist (CXS) serves as an internal liaison between the Customer, the Customer Experience Account Manager (CXAM), Service Operations and Billing. The role is directly responsible for order accuracy and progression.Primary Responsibilities:•    Order creation – Understand and fulfill all requirements for a “complete” order every time, following established Standard Work.  This includes pricing in place, profiles that are active and will remain active until receipt at facility, supplies requested, labor required, transportation needs, and waste inventory. •    Order scheduling – Coordinate directly with operations to schedule required work, using systems in place (Preview, CORE, etc.), while understanding that direct communication is sometimes needed to make sure service is provided that meets or exceeds customer expectations. •    Order follow up – Follow order progression through service, receipt at end of service location, and monitor all pieces required to fully invoice every order once service is completed.  Be prepared to engage with operational team members in transportation, service centers or plants to help push orders to completion when needed. •    Order invoicing – Finalize orders before invoicing, fulfilling non-disposal order lines, while cross-referencing service details that are provided by operations. •    Order management – Engage with order metrics, actively follow open orders that are not progressing as expected, and be able to speak to order status for your customer groups. •    Internal customer experience – Understand the relationships between CX, operations and sales, and provide what each group needs to service the customer right the first time, every time.  Provide information to CXAM and/or directly to customer when needed, helping to facilitate profiling, pricing, and order clarification.  Be the communication bridge between customer/sales and operations/service providers. •    Improvement opportunity management – Escalate service issues appropriately.  Use customer complaint tools and follow opportunities for improvement through to completion, using customer satisfaction feedback as the closing factor. •    Metrics – Understand, provide, and track metrics per Standard Work practices, actionable reports, and financial goals.  Metrics will include order accuracy, delays in billing, communication timeframes and standards, attendance and participation in cross-functional meetings as required, and internal/external customer feedback. •    Leadership - Mentor team members, lead team meetings, participate in feedback sessions, bring ideas for better customer experience to management, with a focus on team building and growth.  Understand the needs of both the smaller team and the larger teams and be a fully engaged member of both.

We believe in doing what is right - for our customers, our people, our communities and the environment. Our Clean Earth division provides essential processing, treatment, disposal and recycling solutions for a wide range of complex, highly recurring waste streams such as hazardous and non-hazardous waste, contaminated soil and dredged material. Our Harsco Environmental division is the premier provider of material processing and environmental services to the global steel and metals industries, pursuing a circular economy by giving byproducts a new purpose. We deliver solutions for a changing world, and our commitment to sustainability is rooted in our past and will define our future. Our vision is for Enviri Corporation is to be a global leader of environmental solutions in the markets and industries we serve.

Customer Experience Specialist

The Customer Experience Specialist (CXS) serves as an internal liaison between the Customer, the Customer Experience Account Manager (CXAM), Service Operations and Billing. The role is directly responsible for order accuracy and progression.Primary Responsibilities:•    Order creation – Understand and fulfill all requirements for a “complete” order every time, following established Standard Work.  This includes pricing in place, profiles that are active and will remain active until receipt at facility, supplies requested, labor required, transportation needs, and waste inventory. •    Order scheduling – Coordinate directly with operations to schedule required work, using systems in place (Preview, CORE, etc.), while understanding that direct communication is sometimes needed to make sure service is provided that meets or exceeds customer expectations. •    Order follow up – Follow order progression through service, receipt at end of service location, and monitor all pieces required to fully invoice every order once service is completed.  Be prepared to engage with operational team members in transportation, service centers or plants to help push orders to completion when needed. •    Order invoicing – Finalize orders before invoicing, fulfilling non-disposal order lines, while cross-referencing service details that are provided by operations. •    Order management – Engage with order metrics, actively follow open orders that are not progressing as expected, and be able to speak to order status for your customer groups. •    Internal customer experience – Understand the relationships between CX, operations and sales, and provide what each group needs to service the customer right the first time, every time.  Provide information to CXAM and/or directly to customer when needed, helping to facilitate profiling, pricing, and order clarification.  Be the communication bridge between customer/sales and operations/service providers. •    Improvement opportunity management – Escalate service issues appropriately.  Use customer complaint tools and follow opportunities for improvement through to completion, using customer satisfaction feedback as the closing factor. •    Metrics – Understand, provide, and track metrics per Standard Work practices, actionable reports, and financial goals.  Metrics will include order accuracy, delays in billing, communication timeframes and standards, attendance and participation in cross-functional meetings as required, and internal/external customer feedback. •    Leadership - Mentor team members, lead team meetings, participate in feedback sessions, bring ideas for better customer experience to management, with a focus on team building and growth.  Understand the needs of both the smaller team and the larger teams and be a fully engaged member of both.

Customer Experience Specialist

About the Job

About the Company

Enviri

Similar Jobs

Customer Service Representative

Customer Service Representative

Customer Service Supervisor

Customer Service Supervisor

Customer Service Representative

Customer Service Representative

Customer Service Representative

Customer Service Representative

Customer Service Representative

Customer Service Representative

Technical Customer Service Rep.

Technical Customer Service Rep.

Customer Experience Account Manager

Customer Experience Account Manager

National Account Manager

National Account Manager

Customer Experience Account Manager

Customer Experience Account Manager

[HCM - Tan Phu] Assistant Customer Services Manager - Softlines (TIC Background)

[HCM - Tan Phu] Assistant Customer Services Manager - Softlines (TIC Background)